Support Center

This positioning statement provides PRISYMID’s position with regards to PRISYMID’s software products, and the recently identified Log4J / Log4Shell vulnerability.

In summary, PRISYM 360, PRISYM Medica, and PRISYM Design do not use Log4J, and are therefore not affected.

A bug has been identified in ‘Log4J’, an open-source Apache logging Java library, and revealed by the Apache Software Foundation. The flaw, known as Log4Shell, does leave applications and systems that use it open to attack.

PRISYMID does not use Log4J library within PRISYM 360 or associated Integration Scripts /connectors and is therefore not affected by the Log4Shell flaw. Log4J is a java library, and PRISYM 360 does not use the Java Programming Language. For reference, a full list of 3rd party libraries used within PRISYM 360 is included in the PRISYM 360 Release Report supplied as part of the Software Development Lifecycle (SDLC) documentation pack.

PRISYM Medica and PRISYM Design also do not use the Log4J library, or Java, and are not therefore affected by the Log4Shell flaw.

If you have any questions please contact supportservices@prisymid.com for support.

We’re here to help 24/7…

 

With sites in Europe and the United States, PRISYM ID delivers outstanding 24/7 global support. We reduce the associated risks and overheads
that a CAT 1 interruption to production can cause, offering the highest priority response and resolution.

Our in-house support team of experienced and dedicated engineers commit to dealing with your query within a fixed time frame,
ensuring minimum disruption, critical to any labeling process.

To log a support issue, please do so via one of these three options. 

For CAT 1 production interruptions, be sure to contact us by both electronic and telephonic means to ensure we can start working on your issue ASAP.

phone 1 - Support Center

+1 508 948 6100 or
+44 118 936 4480

Follow the automated instructions (option 2) Leave contact information if prompted

CP 300x38 - Support Center

Use our portal via this link

Not already registered? Please email us to request an account SupportServices@prisymid.com

Severity Level

Initial Callback

Response

Severity Level 1

<2 Hours

8 Hours

Severity Level 2

2 Hours

24 Hours

Severity Level 3

2 Hours

48 Hours

Inquiries  

48 Hours

24x7 = Full worldwide coverage, including public holidays.

2 Time Zones Coverage = Mon to Fri, 9am to 5pm, client’s local time for 2 nominated time zones (Excludes UK/US public holidays, depending on where client is based).

1 Time Zone Coverage = Mon to Fri, 9am to 5pm, client’s local time (excludes UK/US public holidays, depending on where client is based).